FAQ FOR NGI_FRANCE SUPPORT UNIT
Responsible Unit: NGI_FRANCE
Helpdesk: GGUS (Operations Helpdesk by TPM)
What is the purpose of the NGI_FRANCE Support?
The purpose of the NGI_FRANCE support group is to provide support for operations and user issues to the French National Grid Initiative (NGI) and wider EGI communities. The NGI_FRANCE manages only the operational tickets for the sites of its NGI. All sites have local help procedures, if not help desk systems. A xoops/xhelp based help desk system is currently interfaced with GGUS.
For which components does NGI_FRANCE provide support?
Which quality of service (QoS) will you provide?
Who will assign tickets to NGI_FRANCE Support?
All tickets assigned to the NGI_FRANCE by GGUS or by c-COD arrive into the FR ticketing system.
Are tickets typically solved in NGI_FRANCE Support or reassigned elsewhere?
Who is responsible for NGI_FRANCE Support?
The leader of the French support group is David Bouvet
What documentation is available on NGI_FRANCE Support?
Besides the documentation of xoops/xhelp and the one on EGI operational procedures there is none. Differences between EGI procedures and genuine NGI ones will be documented as they arise.
What is the usual "Type of Issue" for the tickets of NGI_FRANCE?
What if I have questions which are not dealt with by this FAQ?
Open a GGUS ticket indicating that it should be directed at the NGI_FRANCE team.